Technical Client Experience Technologist

Position Summary

The Technical Client Experience Technologist reports to the Director of Technical Client Experience and serves as the front-line technical resource connecting laboratory operations with external clients. This role supports client inquiries, specimen and method questions, result-related follow-up, and service recovery, while maintaining sufficient laboratory technical knowledge to investigate issues accurately and communicate clearly. The Technologist partners with testing sections across the laboratory and helps the Director deliver a consistent, professional client experience.

Essential Duties and Responsibilities

• Serve as a primary technical point of contact for assigned client inquiries related to test methods, specimen requirements, turnaround times, result questions, and service issues.
• Investigate pre-analytical and testing-related problems (e.g., hemolysis, lipemia, clotting, labeling, storage/transport, missing information) and coordinate resolution with the appropriate laboratory section.
• Provide technical support and clear explanations to clients and internal staff under the guidance of the Director of Technical Client Experience. Coordinate investigations and resolution to clients complaints.
• Escalate complex clinical, scientific, or operational issues to the Director and follow through to closure, keeping clients and stakeholders informed.
• Support client onboarding, education, and ongoing relationship activities, including specimen collection guidance and test utilization support.
• Assist with communication of method changes, reference range updates, new test offerings, and planned or unplanned service disruptions.
• Monitor inquiry trends, recurring issues, and resolution times; report findings to the Director and recommend process improvements.
• Collaborate with Chemistry, Hematology, Immunology, Microbiology, Quality, Accessioning, and other departments to obtain accurate technical information for clients.
• Help develop and maintain client-facing technical resources such as test bulletins, FAQs, and specimen integrity education.
• Support training of internal staff on client communication standards and common technical questions.
• Maintain documentation of client interactions, investigations, and follow-up in accordance with laboratory policy.
• Perform or support laboratory testing and technical review as assigned to maintain competency and operational coverage.
• Follow all safety, quality, and regulatory requirements (CLIA, CAP, NYS, state regulations, and laboratory policies).
• Perform other related duties as assigned by the Director of Technical Client Experience.

Required Qualifications

• Bachelor's degree in Medical Laboratory Science, Clinical Laboratory Science, Chemistry, Biology, or a closely related scientific field; or equivalent education and experience meeting Florida Clinical Laboratory Technologist licensure requirements.
• Current Florida Clinical Laboratory Technologist license (or eligibility to obtain prior to start), Generalist or applicable specialty.
• National certification as MLS, MT, or equivalent (ASCP, AMT, AAB, or equivalent) preferred at hire.
• Minimum of 2 years of clinical laboratory experience.
• Demonstrated ability to explain technical laboratory information clearly to non-laboratory audiences.
• Strong customer service, organization, and follow-through skills.
• Working knowledge of pre-analytical, analytical, and post-analytical processes and quality systems.
• Proficiency with laboratory information systems and standard business communication tools.

Preferred Qualifications

• Experience in client services, outreach, or technical liaison work within a clinical or reference laboratory.
• Experience across more than one testing discipline.
• Experience supporting method changes, validations, or client education materials.
• Bilingual communication skills.

Working Conditions

This position is based in a clinical laboratory and office environment. It requires frequent phone, email, and in-person communication with internal teams and external clients. Limited bench coverage or specimen handling may be required. Standard business hours with flexibility for urgent client or operational needs.